9. How can the service concept be used to assess implications of design changes?
10. How can the service concept be used to develop new and innovative concepts for the organization?
11. Name the service concept categories in focused and unfocused service operations. Explain the role of the service concept in each case.
12. What are the benefits of focus service operations: to the organization and to the customer?
13. Explain the three main ways in which organizations can benefit from “focus” in unfocused service operations
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